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IT Service Delivery Manager

2 months ago

Perth, Western Australia IBM Full time
Job Description

Job Title: IT Service Delivery Manager - Project Management Professional

Job Summary:

We are seeking a highly skilled IT Service Delivery Manager to oversee the delivery of IT services for IBM. The ideal candidate will be responsible for ensuring the seamless delivery of IT services, meeting service level agreements (SLAs), and managing relationships with internal and external stakeholders.

Key Responsibilities:

  • Service Delivery Management: Oversee the end-to-end delivery of IT services, ensuring they align with business objectives and meet defined SLAs.
  • Monitor and Manage Performance: Monitor and manage the performance of IT service delivery, identifying areas for improvement and implementing corrective actions.
  • Coordinate with Technical Leads: Coordinate with technical leads to ensure the timely resolution of incidents, problems, service requests, enhancements, and minor work requests.
  • Stakeholder Management: Act as the primary point of contact for stakeholders regarding IT service delivery, ensuring their needs and expectations are met.
  • Maintain Strong Relationships: Maintain strong relationships with internal teams, external vendors, and clients to ensure effective communication and collaboration.
  • Conduct Regular Service Reviews: Conduct regular service reviews with stakeholders to discuss performance, upcoming changes, and potential risks.
  • Continuous Improvement: Identify opportunities for continuous improvement in service delivery processes and implement best practices.
  • Drive Adoption of ITSM Tools: Drive the adoption of ITSM tools and methodologies to enhance service delivery efficiency.
  • Lead Initiatives: Lead initiatives to improve service quality, reduce costs, and optimize resource utilization.
  • Team Leadership: Mentor a team of IT service delivery professionals, providing guidance and support to ensure high performance.
  • Foster a Culture of Excellence: Foster a culture of excellence and accountability within the service delivery team.
  • Reporting and Analytics: Produce and analyze service delivery reports to monitor performance against SLAs and identify trends.
  • Present Insights: Present insights and recommendations to senior management based on data analysis and service performance metrics.
  • Prepare Financial Management Reports: Prepare financial management reports.
  • Risk Management: Identify and mitigate risks related to IT service delivery, ensuring continuity of services.
  • Develop and Maintain Plans: Develop and maintain service continuity and disaster recovery plans.

Requirements:

  • Proven Experience: Proven experience as an IT Service Delivery Manager or in a similar role.
  • Strong Understanding: Strong understanding of IT service management frameworks such as ITIL.
  • Proven Experience in ITIL Processes: Proven experience in driving initiatives in ITIL Processes, Dev Ops, Automation, and AI.
  • Excellent Leadership Skills: Excellent leadership and team management skills.
  • Exceptional Communication Skills: Exceptional communication and interpersonal abilities.
  • Ability to Manage Multiple Priorities: Ability to manage multiple priorities in a fast-paced environment.
  • Strong Analytical Skills: Strong analytical and problem-solving skills.

Preferred Requirements:

  • Strong Financial Management Skills: Strong financial management skills.
  • Data-Driven: Data-driven, ability to create and interpret complex reporting analytics.